Service Associate

Job description

HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the largest and leading international bank in the Canada. HSBC serves customers worldwide through an international network of around 3,800 offices in 66 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa

We help companies and individuals across Canada to manage their finances through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management.

It's this global connectivity that you will find yourself inspired and collaborating with colleagues not just locally but also across continents and cultures.

Key Objectives for Service Associate:

To provide operational and technical support and quality standards to Global e-Commerce. Primarily to provide frontline customer service by telephone for HSBCnet customers.

Principle Accountabilities:
· Meet expectations in terms of speed, certainty and efficiency of response.
· Understand needs in order to complete transactions and resolve issues quickly and efficiently.
· Maintain superior and courteous service to internal and external contacts.
· Provides training to customers and internal colleagues as needed
· Ensure work area is maintained in accordance with HSBC standards.
· Contributes to team-based approach in completing tasks and meeting internal and external stakeholder needs.
· Participates in quality, regulatory and compliance training in order to meet performance targets.
· Promote an environment that supports diversity and reflects the HSBC brand.
· Global Channel Operations – to include global security token management, monitoring HSBCnet clients against regulatory policies
· Responsible to comply with the HSBCnet Security & Controls guidelines, adhere to regular certifications and participate in improving internal control infrastructure.
· Escalate all service or operations failures.
· Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
· Complete other responsibilities, as assigned.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications:
·  Secondary school graduation.
·  1+ years of experience in customer service ideally in a financial services environment
·  Professional appearance and attitude.
·  Team player and development minded.
·  Good communication (verbal and written), customer service and interpersonal skills.
·  Ability to learn and operate new software and technology.
·  Detailed orientated with good time management and organizational skills.
·  Ability to multi-task
·  A second language in French, Spanish, Mandarin or Cantonese is highly desirable
·  Ability to work both early and late office hours (between 5am-5pm Pacific Time)
HSBC Proud

In 2018, HSBC Bank Canada was named one of the “Best 50 Corporate Citizens” in Canada by Corporate Knights magazine. HSBC was also the first company to be recognized as a top performer in gender diversity within the financial services sector, as part of a new Corporate Knights initiative to recognize leaders in this space.

Join HSBC, and benefit from the following:
·  Career Development: Within your current role, as well as Canadian and international opportunities
·  Company Reputation: Offering prestige, strength, and longevity
·  Business Growth: Underpinned by our drive, and the highest banking standards
·  International Connectivity and impact: Build global relationships and be a part of international initiatives
·  A diverse workforce: Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
·  Corporate Sustainability: We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make